SAP has announced that its hosted CRM product will now include service-level capabilities.
In February, SAP kicked off its software as a service business with a sales force automation solution. In May the company added marketing, and in its third update within the year it is now announcing SAP Service.
Liz Herbert, a senior analyst at Forrester Research, said that the SAP CRM solution is now displaying the kind of depth SAP is known for.
"SAP added a component for managing products that many on-demand CRM vendors don't have. You can use it as the product master or bring in the product master which is typically found in the ERP system," she says.
One of the key differentiators for the SAP offering, says Herbert, is its ability to integrate easily with MySAP ERP systems on the back end.